Zespri 2024 Best Run Award: Strengthening customer trust and engagement with SAP Commerce Cloud
The implementation of SAP Commerce Cloud has streamlined Zespri's claims management process, enhancing customer experience, improving financial forecasting, and reducing operational costs. This unified system has provided better risk management, transparency, and decision-making tools, leading to improved business outcomes. Download the DocumentSAP Australia and New Zealand
Best Run Awards 2024
Best Run Awards 2024
Best Run SAP
Industry WebsiteProduct and Services Featured SAP Solutions
Horticulture https://www.zespri.com/en-AUFruit, Farming, Marketing SAP Commerce Cloud
Zespri International Limited is the world’s largest marketer of kiwifruit, managing an extensive network of licensed growers across New Zealand, Australia, Italy,
France, Greece, Japan, and South Korea. Our commitment is to meet year-round consumer demand by delivering exceptional produce and customer service. We
achieve this through a meticulously integrated supply chain, designed to understand and satisfy consumer needs from orchard to retail.
To further enhance our customer service, Zespri recently implemented the SAP Commerce Cloud to develop a new customer portal. This initiative was driven by
our understanding that while managing claims is a routine aspect of business operations, it holds strategic importance. The new claims system enables us to lower
operational costs by simplifying and standardising processes, reduce the risk of erroneous claims with automated validation, and improve our forecasting
capabilities through enhanced global reporting of claims.
Strengthening customer trust and engagement
with SAP Commerce Cloud
Zespri
Customer Experience
Industry WebsiteProduct and Services Featured SAP Solutions
Horticulture https://www.zespri.com/en-AUFruit, Farming, Marketing SAP Commerce Cloud
Zespri International Limited is the world’s largest marketer of kiwifruit, managing an extensive network of licensed growers across New Zealand, Australia, Italy,
France, Greece, Japan, and South Korea. Our commitment is to meet year-round consumer demand by delivering exceptional produce and customer service. We
achieve this through a meticulously integrated supply chain, designed to understand and satisfy consumer needs from orchard to retail.
To further enhance our customer service, Zespri recently implemented the SAP Commerce Cloud to develop a new customer portal. This initiative was driven by
our understanding that while managing claims is a routine aspect of business operations, it holds strategic importance. The new claims system enables us to lower
operational costs by simplifying and standardising processes, reduce the risk of erroneous claims with automated validation, and improve our forecasting
capabilities through enhanced global reporting of claims.
Strengthening customer trust and engagement
with SAP Commerce Cloud
Zespri
Customer Experience
Challenges
The primary challenges faced by Zespri in their quality claims management included a
fragmented system with disparate regional processes, manual and ad hoc validation of
claims, and low global visibility of live claims values.
This led to inefficiencies, inconsistencies, and a lack of confidence in the claims’
authenticity.
The primary challenges faced by Zespri in their quality claims management included a
fragmented system with disparate regional processes, manual and ad hoc validation of
claims, and low global visibility of live claims values.
This led to inefficiencies, inconsistencies, and a lack of confidence in the claims’
authenticity.
Solution
Zespri addressed these challenges by implementing a unified system that
streamlined the claims process.
This system introduced Customer self-logging of claims via a user-friendly portal,
automated claim validation, standardised claims approval globally, and provided a
central tool for improved risk management.
It also facilitated better forecasting and decision-making through standardized global
visibility.
Zespri addressed these challenges by implementing a unified system that
streamlined the claims process.
This system introduced Customer self-logging of claims via a user-friendly portal,
automated claim validation, standardised claims approval globally, and provided a
central tool for improved risk management.
It also facilitated better forecasting and decision-making through standardized global
visibility.
Impact
Expedited claim processing with 60%
of all FY24 claims closed within four
days or less.
Forecast Accuracy Improved allowing
for optimizing stock levels and grower
Orchard Gate Returns
Achieved a 1% reduction in approved
claims, resulting in savings of $700,000.
Since implementing the SAP CX customer-facing claims portal, we’ve significantly streamlined our claims management
process, yielding major benefits:
Customer experience: The portal provides customers with the ability to directly manage their claims and view credit
records, enhancing transparency and satisfaction.
Time efficiency: The automation has drastically reduced the time required to process claims by eliminating manual
spreadsheet consolidation and credit assessments.
Improved financial forecasting: With greater transparency of potential liabilities, we can now forecast returns to growers
more accurately, allowing for better financial planning and anticipation of fruit quality issues.
Cost and risk management: By simplifying and standardising the claims process, we have reduced operational costs and
minimise the risk of erroneous claims. The system also enhances consistency and strategic decision-making through
improved global reporting visibility.
These enhancements have not only improved operational efficiencies but also strengthened our strategic approach to
managing quality claims, leading to better overall business outcomes.
Expedited claim processing with 60%
of all FY24 claims closed within four
days or less.
Forecast Accuracy Improved allowing
for optimizing stock levels and grower
Orchard Gate Returns
Achieved a 1% reduction in approved
claims, resulting in savings of $700,000.
Since implementing the SAP CX customer-facing claims portal, we’ve significantly streamlined our claims management
process, yielding major benefits:
Customer experience: The portal provides customers with the ability to directly manage their claims and view credit
records, enhancing transparency and satisfaction.
Time efficiency: The automation has drastically reduced the time required to process claims by eliminating manual
spreadsheet consolidation and credit assessments.
Improved financial forecasting: With greater transparency of potential liabilities, we can now forecast returns to growers
more accurately, allowing for better financial planning and anticipation of fruit quality issues.
Cost and risk management: By simplifying and standardising the claims process, we have reduced operational costs and
minimise the risk of erroneous claims. The system also enhances consistency and strategic decision-making through
improved global reporting visibility.
These enhancements have not only improved operational efficiencies but also strengthened our strategic approach to
managing quality claims, leading to better overall business outcomes.
For the end users, the impact has been profound. They now
experience improved risk management for claims approval rights
and have access to enhanced forecasting and decision-making tools.
The streamlined process has empowered users with insights and
control like never before, leading to more confident and efficient
management of quality claims. The technological transformation has
not only simplified their tasks but also provided them with a system
that supports their needs in real-time; ensuring that Zespri continues
to deliver the highest quality products to its customers
“ The reporting that has been available helps us have a flexible
view of all claims from very detailed, to a top-level view. This has
helped with the traceability of the claims across all our customers ”.
Jannet Miranda,
Head of Supply Chain, North America, Zespri
experience improved risk management for claims approval rights
and have access to enhanced forecasting and decision-making tools.
The streamlined process has empowered users with insights and
control like never before, leading to more confident and efficient
management of quality claims. The technological transformation has
not only simplified their tasks but also provided them with a system
that supports their needs in real-time; ensuring that Zespri continues
to deliver the highest quality products to its customers
“ The reporting that has been available helps us have a flexible
view of all claims from very detailed, to a top-level view. This has
helped with the traceability of the claims across all our customers ”.
Jannet Miranda,
Head of Supply Chain, North America, Zespri